Conversation segment examples in analytics

Overview

In Front Analytics, a conversation can be split into several segments to ensure new topics in long threads are counted as new conversations. 

The cases below illustrate some situations your team might encounter and show how different metric and actions are determined in each case.


Case 1: Reply to a closed conversation

Summary of events

Acme Corp’s Support team considers replies to existing conversations as brand new topics if 4 days pass in between the last two activities on the thread. They set their inbox setting Close conversation segment if inactive for to 4 days.

  • Jun 1: The Support team receives an email from a customer, Jane. Michelle from the Support team sends a reply back to Jane.
  • Jun 2: Michelle adds a comment to the thread with notes on the request.
  • Jun 12: Jane replies back to the same thread with a different request.

Metrics calculation


Case 2: Unassign closed conversations

Summary of events

Continuing from Case 1, Acme Corp’s Support team decides they also want to automatically unassign conversations if a new reply comes into a closed conversation. They set their inbox setting Unassign conversation if no messages for to 4 days.

  • Jul 1: The Support team receives an email from a customer, Bob. Jenny from the Support team assigns the conversation to herself, then sends a reply back to Bob.
  • Jul 2: Jenny adds a tag to the thread.
  • Jul 12: Bob replies back to the same thread with a different request. The conversation is automatically unassigned from Jenny, and reopens in the Support inbox.

Metrics calculation


Case 3: Split conversations

Summary of events

Acme Corp wants replies with new requests moved to brand new conversations to make threads easier to follow. They set their inbox setting Close conversation segment if inactive for to 5 days.

  • Jun 1: The Support team receives an email about issue A from a customer, John. 
  • Jun 3: Ethan from the Support team sends a reply to John.
  • Jun 4: John replies back to the same thread with issue B.
  • Jun 9: Ethan sends a reply to John letting him know he is investigating.
  • Jun 15: John replies back to the same thread with issue C.
  • Jun 16: Ethan remembers to use the split conversation feature to move John’s message from Jun 4 into a brand new conversation.

Metrics calculation


Pricing

Analytics are available on the Growth plan or above. Some legacy plans with different names may also allow access to this feature.

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